From the course: Engagement Preparation Best Practices for Customer Success Management
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Consultative questioning
From the course: Engagement Preparation Best Practices for Customer Success Management
Consultative questioning
(upbeat music) - Consultative questioning is the process of gaining the necessary understanding to be able to help the customer through the use of good quality questions. A good quality question is quite simply the question which enables the stakeholder being questioned to understand what the CSM wants to know so that they can provide them with that answer. As simple as this sounds, to be good at consultative questioning takes practice and experience and also requires the right trust relationship to being developed so that the person being questioned feels comfortable with providing the answer. The following are general rules for verbal communication that can help CSMs to refine and improve upon their existing consultative questioning skills. Know your outcome requirements. Whenever you know ahead of time that you'll be conducting a meeting where you need to gain information from one or more people, you should ensure…
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